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June 29, 2011
Over the past three years I’ve received regular briefings from NTRglobal, which develops software for remote support. But I could never determine if NTRglobal was fully committed to managed services providers or merely dabbling in the market. Along the way NTRglobal has made management changes and strategy changes. Fast forward to the present and I suspect NTRglobal has finally sharpened its MSP focus. Here’s why.
From 2008 to 2010, NTRglobal seemed somewhat adrift to me — at least when it came to managed services market. The company served many markets but messaging into the managed services industry seemed to come and go. By March 2010, NTRglobal named a new CEO (Gilles Samoun) and prepared to launch “new on-demand solutions for IT automation.” Fast forward to the present and NTRglobal seems to be sharpening its focus on MSPs.
NTRglobal this week launched an integrated remote desktop support plug-in for the Spiceworks help desk. Designed for managed service providers (MSPs), the NTRglobal Remote Desktop for Spiceworks accelerates problem resolution, enhances customer experience and reduces overall support costs, NTRglobal claims. A 30-day trial is free; an annual license is $390, the company adds.
NTRglobal is also working more closely with ConnectWise. Earlier this month, ConnectWise unveiled a Chat & Remote Control, which provides chat, clientless remote control capabilities and automatic ticket generation within ConnectWise’s PSA (professional services automation) software. The solution, a joint development between ConnectWise and NTRglobal, offers:
Chat-session tracking and recording.
Clientless remote control for non-managed clients across Windows, Mac and Linux.
Time capture for billing, SLA measurements and executive review.
Secure communication, encryption and audit trail capabilities to comply with Sarbanes-Oxley, HIPAA and other regulations.
Broader chat capabilities to assist sales discussions, product training and more.
NTRglobal has worked in and around the managed services market for quite some time. NTRglobal claims “millions of users” rely on the company’s service and support software. And the NTRglobal-ConnectWise relationship predates the current announcement.
But given recent moves, I get the feeling that NTRglobal is sharpening its focus on MSPs.
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